Helpdesk Analyst

This role is in the IT sector

We are currently seeking an experienced Help Desk Analyst to join our growing IT support team. This is an excellent opportunity for a proactive and customer-focused individual with a minimum of 2 years' experience in a similar role.

The successful candidate will be responsible for providing first-line technical support, managing support tickets, and assisting with user account administration across the business.

Key Responsibilities

• Respond to and resolve IT support tickets in a timely manner.
• Provide first-line technical support to end users via phone, email, and remote support tools.
• Create, modify, and deactivate user accounts across various systems.
• Troubleshoot hardware, software, and network-related issues.
• Escalate complex technical issues to senior IT team members where necessary.
• Maintain accurate documentation of incidents, resolutions, and user requests.
• Support onboarding and offboarding processes for new and departing employees.
• Ensure high levels of customer service and user satisfaction at all times.

Requirements

• Minimum 2 years' experience working as a Help Desk Analyst, IT Support Analyst, or similar support role.
• Experience managing and resolving support tickets within an IT Service Desk environment.
• Previous experience creating and managing new user accounts and permissions.
• Strong knowledge of Microsoft Windows and Microsoft 365.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service abilities.
• Ability to prioritise workloads and work efficiently in a fast-paced environment.

Desirable Skills

• Experience with Active Directory and Azure Active Directory.
• Knowledge of ticketing systems such as Service Now, Jira, Zendesk, or similar.
• Understanding of networking fundamentals.
• IT certifications such as CompTIA A+, Microsoft Certifications, or ITIL.